Date Opened: Wednesday, May 13, 2026 12:00 AM

Close Date: Wednesday, May 27, 2026 12:00 AM

Department: Aviation Department

Function IT Business Systems

Salary: $111,506.00 - $139,383.00 Commensurate with Experience

Welcome to the City of Charlotte

Charlotte is America’s Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents.

Our guiding principles include:

• Attracting and retaining a skilled and diverse workforce

• Valuing teamwork, openness, accountability, productivity, and employee development

• Providing all customers with courteous, responsive, accessible, and seamless quality services

• Taking initiative to identify, analyze, and solve problems

• Collaborating with stakeholders to make informed decisions

SUMMARY

Results-driven IT Help Desk Manager with experience leading technical support teams and optimizing service delivery for a 24/7/365 Airport environment. Proven ability to implement ITIL best practices, streamline incident management processes, and enhance customer satisfaction through efficient problem resolution. Skilled in managing Tier 1–3 support operations, developing KPIs, and leveraging automation tools to reduce ticket resolution time and improve SLA compliance. Adept at building high-performing teams, fostering continuous improvement, and aligning IT support strategies with organizational goals. Strong communicator with expertise in vendor management, budgeting, and cross-functional collaboration to ensure seamless IT service delivery. Customers include city employees and contractors, airlines, concessionaires, local and federal agencies, and other airport-related stakeholders

ESSENTIAL DUTIES and RESPONSIBILITIES:
•    Manage Help Desk Operations: Oversee daily IT support activities, ensuring timely resolution of incidents and service requests.
•    Team Leadership: Recruit, train, and mentor help desk staff; conduct performance evaluations and foster professional development.
•    Service Level Management: Monitor and enforce SLAs, KPIs, and quality standards to maintain high customer satisfaction.
•    Process Improvement: Identify inefficiencies and implement automation or workflow enhancements to optimize ticket handling.
•    Escalation Management: Handle complex technical issues and coordinate with Tier 2/3 teams or external vendors for resolution.
•    Reporting & Analytics: Generate and analyze performance reports to track trends, identify gaps, and recommend improvements.
•    Technology & Tools: Administer help desk software, knowledge bases, and remote support tools; ensure proper configuration and updates.
•    Compliance & Security: Ensure adherence to IT policies, data security standards, and regulatory requirements.
•    Budget & Resource Planning: Manage departmental budgets, allocate resources effectively, and forecast future needs.
•    Customer Communication: Maintain clear and professional communication with end-users, providing updates and guidance throughout issue resolution
•    Serves as a technical resource to Terminal and Passenger Facilitation in direct collaboration with airlines, tenants, Gate Management, and on-site Government Entities.
•    Serves as a technical resource when testing new technologies and application changes from Aviation or from City improvements or requirements.
•    Performs related work as required.

SUPERVISORY RESPONSIBILITIES:

•    Manage and monitor multiple levels of the Technology Support Team personnel and evaluate performance for Full time employees. 
•    Manage and monitor Technology Support Team contracted personnel with coordination from the designated vendor for any concerns. 
•    Collaboration with internal stakeholders and peers for solutions to concerns from tenants, airlines, or internal partners.
•    Ensure security policies are adhered to for Terminal Support (Involves TSA defined processes and procedures for SIDA secure Area requirements)
•    Manage division budget for procurement of technologies and services.
•    Manage assigned projects for lifecycle management or technology requirements for other projects.
•    Ensure concerns or disciplinary actions are addressed and documented in a timely manner.

JOB IMPACT:

•    Interactions may result in decisions regarding implementation of policies. Contact may involve advocating for certain policies and practices, negotiating sensitive issues, and delivering important presentations.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES: 

•    Ability to lead a staff of shift supervisors, full time technicians, and contractors to perform technical support for the operation of the Airport.
•    Ability to meet deadlines and work in an environment of heavy pressures and changing priorities
•    Demonstrated oral and written communication skills and ability to compose correspondence and reports       
•    Demonstrated experience with computerized systems, database management, MS Office Suite, or other application to manipulate data and create reports         
•    Ability to use independent judgment and initiative to accomplish tasks   
•    Ability to troubleshoot problems and develop creative solutions
•    Resourceful, self-directing, and the ability to flourish in a fast-paced and demanding work environment
•    Be a self-starter / strong technical background / customer service experience
•    Problem-solving with ability to motivate team to achieve specific goals 
•    Ensure high quality technical support and increase client satisfaction to internal / external customer
•    Research needs, document and understand existing systems, and make decisions necessary to advance project needs
•    Test and evaluate hardware and software to determine efficiencies and compatibilities with existing systems

MINIMUM QUALIFICATIONS:

•    High school diploma or equivalent and 11 years relevant experience
•    Associates degree and 9 years relevant experience

•    Bachelor's degree and 7 years relevant experience

•    Master's degree and 5 years relevant experience

PREFERRED QUALIFICATIONS:

•    At least 2 years of relevant college-level course work or an associate’s degree in Information Technology, Computer Science, or a related field
•    5 to 7 years experience in information technology support, including hardware, software and networking

GENERAL INFORMATION:
•    Valid Driver’s License
•    Ability to obtain and maintain a City Driving Permit (which is dependent on the status of a Valid driver’s license.
•   Certain convictions will disqualify individuals from unescorted access privileges, and therefore, exclude them from employment

WORKING CONDITIONS AND PHYSICAL DEMANDS:    

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ADA and Other Requirements:

Positions in this class typically require sitting, standing, and walking.

Physical Requirements:

• Essential and marginal functions may require maintaining physical condition necessary for sitting, standing, climbing, or walking extended periods of time.
• Light to moderate lifting and carrying; some crouching, stooping, squatting, crawling, reaching, pushing, and pulling when performing tasks
• Adequate vision, hearing, and speech required
• Some use of power tools for mounting, installing, or removing equipment and/or related peripherals relating to technology.  Personal Protective Equipment (PPE) is provided.

Sensory Requirements:

• Concentrated and attentive use of one or more senses (visual, audio, and other sensory modalities) for proof reading, data entry, tabulating data
• Ability to operate in an environment with frequent interruptions
• Comprehend written information in work related documents
• Ability to hear, understand and distinguish speech

CONDITIONS OF EMPLOYMENT

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.

Our culture is to serve the community honorably.

HOW TO APPLY

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby, where self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.

For questions about your application or the hiring process, please email [email protected].

The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.